Genesys Cloud CX Change Lead (CCaaS)

TL;DR

Genesys Cloud CX Change Lead (CCaaS): Driving the adoption of Genesys Cloud CX and CCaaS platforms through organizational change management and comprehensive training programs with an accent on user enablement and operational readiness. Focus on designing role-specific curricula, assessing change impact, and fostering collaboration between business and IT teams to ensure successful platform transitions.

Location: Remote (Global)

Company

hirify.global is a global IT services and consulting company supporting digital transformation for large enterprises with a culture of Relentless Performance.

What you will do

• Develop and maintain a complete Genesys Cloud CX training curriculum for all user roles.
• Design role-specific training materials including e-learning modules and video tutorials in both official languages.
• Assess organizational readiness and change impact for platform migrations.
• Coordinate and deliver training sessions, workshops, and clinics in various formats.
• Partner with project managers and analysts to align change activities with project milestones.
• Monitor user feedback and adoption metrics to identify performance gaps and provide coaching.

Requirements

• 7+ years of experience as a trainer specializing in contact center solutions.
• At least 3 years of hands-on experience in Genesys Cloud migrations or implementations.
• Proven ability to create comprehensive training programs for Agents, Supervisors, and Administrators.
• Strong coordination skills to manage training sessions across multiple teams.
• Experience in developing communication plans and assessing organizational readiness.

Culture & Benefits

• Work from anywhere culture with high flexibility.
• Comprehensive compensation and benefits package including health insurance.
• Extensive professional development opportunities including certifications and mentorship.
• Multicultural environment with a focus on social sustainability and inclusive values.
• Collaborative team environment with regular social events.